The Art of Service Recovery

Monday - Tuesday
9:00 am to 5:00 pm

“A person who commits a mistake and doesn't correct it is committing another mistake.” – Confucius

Customer complaints are a valuable feedback mechanism that can help organizations rapidly strengthen products, service style, and market focus.

This course will help you learn methods to effectively handle complaints, transforming them into valuable consumer insights that will help your organization improve its processes and in turn, be of better service to your customers.

Other topics in the Service Excellence Series:

• How May I Help You? Customer Service 101 for Frontliners
  August 10
  
  
• Service Quality
  September 24 - 25

After the course, you will:

    1.    Appreciate the rationale for service recovery;
    2.    Understand the elements of a complaint – what it is, its source, its benefit, its danger;
    3.    Learn appropriate words and actions, and diffusing skills when dealing with difficult customers;
    4.    Recognize the need for empowerment and identify ways in which front-liners can be empowered to deliver effective recovery;
    5.    Develop a philosophy to win customers back; and
    6.    Create an organizational framework and process for complaints handling and effective service recovery.

1.    Sales, Marketing and Customer Service personnel, supervisors, and managers of all industries;           
2.    Proprietors and entrepreneurs of all industries

I.    Complaints Handling
    a.    Introduction
    b.    Starting with the customer: a complaining customer is still a customer
    c.    Complaints Management System: the management's role
    d.    Core competencies in handling difficult customers
    e.    Third party dispute
    f.    Identifying the best response to complaints
    g.    Preventive customer complaint handling initiatives

II.    Service Recovery
    a.    Steps to effective recovery
    b.    Reducing customer defection
    c.    Customer retention dynamics
    d.    Staff empowerment
    e.    Service reliability
    f.     Creating better customers with goodwill

is a certified Six Sigma Master Black Belt, receiving her certificate after a five-week training session in the United States and a two-year full-time assignment as a Six Sigma Deployment Manager.